CUSTOMER COMPLAINTS POLICY
Australia
CUSTOMER COMPLAINTS POLICY Australia
INTRODUCTION: UBT IT & T is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from directors down. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible. As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
SUMMARY: We want to resolve your complaints as soon as possible. Please contact our customer service team and we’ll do our best to fix any problems you may be having with our service, as soon as possible.
OUR RESPONSIBILITIES: •
To provide an efficient, fair and structured mechanism for handling complaints.
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To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
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To keep customers informed as to the progress of their complaint and the expected timeframe for resolution.
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Quarterly to review our complaints so that we can improve our standard of customer service.
HANDLING YOUR COMPLAINT: • Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days. • If your complaint is urgent, such as where you have been accepted by us as undergoing financial hardship under our financial hardship policy, where your service is about to be disconnected, or where you are receiving Priority Assistance (for example, for medical reasons) we will prioritise your complaint and attempt to resolve it within 2 working days. If we cannot, we will explain why and the reasons for taking longer. • We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution. • Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days. • Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution. • We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing. • We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records that are more than 24 months old. • Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. If your complaint is upheld in your favour, and we have charged you complaint handling fees, we will refund you the full amount of the fees charged within 30 days.
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CUSTOMER COMPLAINTS POLICY Australia
STEP ONE: If you have a complaint regarding any aspect of your account or dealings with us, we urge you to telephone our Customer Service in the first instance by calling 1300 01 01 02 Option 1. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us. You will be charged at a local rate. If you prefer to put your complaint in writing, we will respond to your letter and will confirm any details in writing if you request us to do so. Please email this to
[email protected], fax to 1300 30 61 61 or post this to PO Box 94, North Bendigo VIC 3550. If you like, you can appoint an authorised representative or an advocate to interact with us on your behalf. Go to http:// ubteam.com.au/products-services/products-32/it-communications/data-telco-landing/telco-critical-information.html for a procedure and form to appoint an authorised representative or advocate. When you discuss your complaint with us, we can assist you to clarify and formulate the complaint. You can also make a complaint by using any of the other contact methods on our website, or please ask us if there is any other method you would like to use to send a complaint to us.
STEP TWO: Complaints made to UBT IT & T are overseen by our Customer Service Management team. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 15 Business Days, or longer (in which case we will update you with a reason for the delay and the expected timeframe). If you are not satisfied with the response tendered to you, you may ask Customer Service Management to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).
STEP THREE: When your complaint is resolved, we will confirm this with you within 10 business days. If you consider the Terms to be for some reason inapplicable to your particular concern or case or otherwise causing hardship or requiring some special consideration, you may appeal this matter or forward complaints in writing to the directorship of UBT by email to
[email protected] If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following outside bodies;
OFFICE OF THE FEDERAL PRIVACY COMMISSIONER The Office of the Information Commissioner can assist you with all matters related to privacy. To lodge a complaint you can call 1300 363 992 or visit http://www.oaic.gov.au/.
OTHER For certain telecommunications and trade practices issues, you may lodge a complaint to:
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The Fair Trading Office in your state;
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The Australian Competition and Consumer Commission; and/or
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You may also obtain legal advice from your solicitor as an alternative avenue for resolution.
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